With 90% of customers trusting peer references, it’s no surprise that most executives see CX as a major priority. Remain competitive in a dynamic marketplace characterized by increasing technological complexity and demands for personalized engagement. Create a roadmap to:

In an effort to improve customer satisfaction, many services in today's competitive landscape are focused on understanding the customer journey. Grasp the use of data at your disposal to improve and optimize your customer journey mapping. Source a methodology to:

Having a digital CX strategy is not enough without the prepared leaders who are aligned around it and prepared to inspire your people. Ensure your entire organization is aligned around your digital CX strategy. Source answers to these key questions:

Do you have the momentum to create a true organizational CX movement starting with your employees?

How well are your managers equipped to lead the movement?

What’s your sustainment plan to ensure lasting change?

Conquer the CX elephant to get ahead of the competition, connect the dots and share the formula for CX success

Contact channels must evolve to create experiences for customers if they will succeed in engaging now that apps alone have been declining as a driver of customer engagement. Other companies are reaping the rewards of participation in physical channels. Personalize the customer experience across the mobile landscape with your omni-channel strategy. Adopt best practices to:

Delivery becomes a major challenge when customer-centricity leads to product transformation. How do you successfully bring together business, technology and design resources to design and deliver a great experience that’s rapidly scalable? Master the success factors to:

Inspire leadership and generate excitement and buy-in for digital experience

Engaging a large team of experts around a common cause with a defined approach

Integration, Big Data, Personalization, Automation – assumptions are that creating a digital customer experience would mean needing to exclude the human voice. Yet with over 192B calls to businesses expected by 2020 (BIA/Kelsey 2017) and research indicating “callers convert 30% faster than prospects from other channels” (Forrester 2018), are you including ways to leverage the data from your phone calls?

Learn what types of lead and customer data may be used with every inbound call

Personalized each caller journey with known contact information and call context

Amplify call experiences by giving agent’s call data right before they pick up the phone

It’s not your journey it’s theirs: Understand your customer’s true intent and help them get there

Ray Gerber

Chief Product Officer,Thunderhead

Brands are struggling to keep up with exploding customer expectations across multiplying touchpoints. This has led to a Customer Erosion Crisis. $56 billion was spent last year alone on technology trying to fix this problem.

To meet the crisis head on brands must shift from a brand-first, pre-determined to a customer first, intent-driven model. In this session we’ll explain intent-driven customer journeys and the impact they have on brands.

An omni-channel customer experience provides a prime opportunity to engage with customers, source their needs and in turn feature their experience with your brand. Marketing your product is no longer enough, get ahead of the competition with customer-centric video, social and digital marketing strategies that put your customers’ experience with your product and service at the forefront. Take back strategies to:

Design content channels to engage customers and prospects

Ensure ROI with the right digital customer stories

Enhance customer trust by sharing the material they need

Maximize the impact of your marketing content by selecting the right stories and sharing through the right digital channels.

How many channels does your company use to communicate with your customers? How many channels do your customers use to conduct business with you? In 2002, the average consumer used only two touchpoints during the purchase process, but today it's an average of 6. Factor in social media and that number continues to grow. While the majority of companies have an established multi-channel presence, most of them aren't evaluating their cross-channel experience. By reviewing factors like channel transition, navigation, value and comprehension, marketers can identify quick wins to improve the brand experience and benchmark current state.

Voice of the Customer (VoC) initiatives give companies an opportunity to build communities around their brands. Understand your customers better and leverage their engagement with your brand. Create a roadmap to:

Benchmark your progress and thinking with industry peers in this interactive session. Delegates will divide themselves into informal discussion groups centered on a variety of topics relating to the digital customer experience. Topics to be discussed will include:

Personalization

Automation and AI

Design Thinking

Voice of the Customer

Analytics

Mobile

Journey Mapping

2:30 PM

Afternoon Break

3:00 PM

Panel Discussion

Improve the Customer Journey Using Digital, Data & Analytics

Tom Staley

Director of Business Improvement,Toll Brothers

Lauren LeRoy

Director of Customer Marketing,Kespry

Laura Messerschmitt

Vice President of Customer Experience,GoDaddy

Alyona Medelyan

CEO,Thematic

Shawn Ashley

Senior CX Director,CSPN

A growing issue in big data and Analytics is the increasing number of sources available. Develop a 360º understanding of your customer journeys using Voice of the Customer feedback, strong analytics and new data sources. Generate a plan to:

Combine journey mapping with data in order to make improvements across the customer journey

80% of an organization’s new customers are its old customers. Elevate and expand your B2B brand loyalty with a proactive customer success program for your products or services. Walk away with an action plan on:

Improving CX through customer-driven product & service development

Accelerating proactive customer care with your B2B customer community

Engaging your C-suite leadership to take action on customer insights

Unleashing a customer army of brand advocates in the marketplace

Create a culture of innovation and growth by investing in your customers’ success.

Strategy Institute is an established leader in delivering timely knowledge and best practices to customer experience and marketing professionals. Strategy Institute has cultivated an elite conference portfolio geared towards CX executives including: Digital Customer Experience Strategies Summit in New York, Chicago and in the United Kingdom, Customer Experience Strategies Summit in Toronto and Digital Marketing for Financial Services in Toronto, New York and San Francisco. Through powerful business intelligence, SI summits enable senior Digital CX and marketing executives to stay competitive and relevant.